Experience across branches
Define standards for welcoming guests, ordering, and collection. Read each branch's results to understand where experiences differ.
Rihla for restaurants and cafés
Customer experience management for restaurants and cafés
Understand what your customers experience from arrival to departure. Map the journey, measure individual touchpoints, and read feedback in the context of each branch.
Rihla for restaurants and cafés
The same menu. Is the experience consistent?
Products and prices may be similar across restaurant or café branches, while the welcome, ease of ordering, and handling of waiting times differ. An overall satisfaction average alone does not explain these differences or the impression customers take away.
Start with a journey your team knows and helps describe, then define what you expect at each touchpoint. Connect survey questions to these moments so you can understand feedback in the context of a visit and discuss with your team where customers need a better experience.
Three ways to understand your customer experience
Customer perceptions alongside service speed
Track preparation time and ask about clear communication, employee interactions, and whether the experience met expectations.
Feedback tied to a touchpoint
Learn from public reviews and complement them with short, well-timed questions that show where an issue occurred during the visit.
From a visit to a clear improvement priority
Start with one touchpoint in your restaurant or café, then expand measurement as you learn what you need to understand.
- 01
Map the visit with your team
Identify arrival, welcome, ordering, waiting, collection, and departure, including the touchpoints within each stage.
- 02
Choose the touchpoint and question
Define what you want to understand, then choose a clear question and a suitable metric, such as CSAT for satisfaction, CES for ease, or NPS when it fits your measurement goal.
- 03
Share a short survey
Share a survey link or place a Rihla NFC Card at a suitable touchpoint so customers can reach the questions close to the experience.
- 04
Read feedback and choose a priority
Connect results to the branch and touchpoint, and read comments alongside metrics to decide what to follow up with your team.
NFC
Rihla NFC Card: a short question at the right moment
Rihla's NFC Card is a distribution channel for short, direct surveys connected to the platform. Place it at a suitable point in your restaurant or café, such as order collection or the end of a visit.
When a customer holds an NFC-enabled phone near the card, it opens the survey link. Choose questions to suit that touchpoint and offer the survey link when needed. The card makes measurement easier to access in the context of the experience.
Questions from restaurant and café owners
Google reviews are a useful source of opinions from some customers, but they may not explain every stage of a visit. Complement them with short surveys tied to specific touchpoints to understand where and when feedback arose.
Start with one visit
Create your Rihla account, map your customer's visit, and choose the first touchpoint you want to measure.